Technical Support Engineer

About the Role

As a Technical Support Engineer at Vistance Networks, you will provide frontline technical support for broadband and networking products.

Key Responsibilities

• Serve as a technical point of contact for customer support cases and clarify reported issues.
• Troubleshoot networking, Linux, broadband, server, and related platform issues using a structured approach.
• Reproduce and investigate issues in a test or lab environment, analyze available technical information, and document findings.
• Manage assigned cases through resolution, provide timely customer updates, and maintain accurate case notes.
• Escalate complex issues with a clear technical handoff and collaborate with support, engineering, and account teams.
• Create or update knowledge-base articles, troubleshooting notes, and reusable solutions.
• Participate in product and process training and adapt to changing priorities, schedules, and business needs.

Requirements & Tech Stack

• Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting.
• Clear written and verbal communication skills, with the ability to explain technical information to different audiences.
• Strong customer focus, ownership, attention to detail, and ability to manage multiple priorities.
• Ability to collaborate effectively, accept feedback, and escalate when additional expertise is needed.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking, or a related technical field with 2-5 years of relevant experience; OR an Associate's degree in a related technical field with 0-2 years of relevant experience.
• Equivalent combinations of relevant education, training, certifications, and experience may be considered.

You Will Excite Us If You Have

• Experience in technical support, help desk, engineering lab, networking, or customer service environments.
• Hands-on experience with network equipment from Cisco, Juniper, Arista, Extreme Networks, Dell, HPE, Alcatel, or similar vendors.
• Exposure to cable or broadband technologies, including CMTS and cable modems.
• Experience with servers, virtualization, containers, scripting, cloud platforms, or home lab environments.
• Relevant certifications, or progress toward certification, such as CCNA, JNCIA, or an equivalent networking credential.
• Additional language skills, including Spanish.